Terms of service

Return and Refund Policy

Before placing an order with M-HIP, please read the product description, materials, dimensions, color details, and care information carefully. We make our products by hand, so small natural variations in leather, texture, shade, and finish may occur and are not considered defects.

Custom and personalized orders

Custom orders include any product made or changed according to your individual request, including changes to size, structure, handles, pockets, hardware, materials, lining, color combinations, or any other non-standard modification.

Custom and personalized items are made specifically for you and cannot be returned or exchanged because of personal preference, size choice, color choice, or a change of mind, unless the item is defective, damaged, or materially different from the agreed order details.

Any custom changes must be confirmed with us before production begins. Some modifications may not be technically possible, and each request is reviewed individually.

Returns of standard products

You may request a return or exchange of a standard, non-custom product within 14 calendar days after receiving your order, provided that the item has not been used and remains in its original condition.

To be eligible for a return, the item must:

• be unused and without signs of wear;
• keep its original appearance and consumer properties;
• include all tags, packaging, accessories, and documents received with the order;
• include proof of purchase.

To start a return, please contact us at maria@m-hip.design. Items sent back without prior approval may not be accepted.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us as soon as possible at maria@m-hip.design.

Please include your order number and clear photos showing the issue. After reviewing the case, we will offer the appropriate solution, which may include repair, replacement, exchange, or refund.

A refund or full replacement may be provided if:

• the product has a significant construction difference from the product information shown on our website or confirmed in your order;
• there is a significant manufacturing defect, such as faulty stitching, damaged hardware, or a material defect;
• the wrong product was sent.

Refunds

Once we receive and inspect the returned item, we will notify you whether the return has been approved. If approved, the refund will be issued to the original payment method or to the buyer’s bank/card account.

Refunds are processed within 7 business days after the return is approved, unless a longer processing time is required by the payment provider or bank.

Shipping costs, payment processing fees, and return shipping costs are non-refundable unless the return is caused by our mistake or by a confirmed defect.

Return shipping

Returned items remain the customer’s responsibility until they are delivered back to us. We recommend using a tracked and insured delivery service to protect the shipment.

If the returned item is lost, damaged during return shipping, incomplete, or shows signs of use, we may be unable to accept the return or may deduct the relevant amount from the refund.

Gifts and gift certificates

An unused gift certificate may be refunded within 14 calendar days after purchase, minus any applicable bank or payment processing fees.

A gift certificate cannot be refunded if it has already been used, fully or partially, by the buyer or by another person.

When we cannot accept a return or exchange

• the item was used, worn, damaged, or altered after delivery;
• the item is incomplete or missing packaging, tags, accessories, or documents;
• more than 14 calendar days have passed since delivery;
• the item was custom-made or personalized, unless it is defective or materially different from the agreed order;
• the defect was caused by improper use, care, storage, or handling by the customer.

Consumer rights

This policy is prepared in accordance with applicable consumer protection rules, including the right to exchange goods of proper quality within 14 days where required by law. Nothing in this policy limits any mandatory consumer rights that apply to you.

If you have any questions about returns or exchanges, contact us at maria@m-hip.design.